Testimonials: Happy Amazon.com Purchasers of Defusing Hostile Customers Workbook Just want to let you know--I bought your book and used it as the basis for training the District Office staff here at the Philadelphia Gas Works (a public utility). The classes were a resounding success! All of your examples were right on the mark, and each group responded with the laughter that comes with recognition. I taught it six different times, at six different offices, and 100% of the participants rated it "5" (strongly agree) that the course was a worthwhile investment. So, I just wanted to thank you for all your hard work putting together this workbook. Marjorie Winther, Philadelphia Gas Works, 2009 The BEST customer service resource ever written!, Reviewer: Autumn Bell from ALBUQUERQUE, NM USA Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Most customer service material is geared toward the private sector - retail, manufacturing, etc. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university, or the Motor Vehicles Department. In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons. I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips and techniques that are as practical as they are effective. He goes so far beyond the trite techniques found in other customer service materials to cover topics such as: · how to tell someone "no" in a way that doesn't elicit hostility · handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find! Uses and Tips For Defusing Hostile Customers Workbook Anyone who deals with customers, both internal and external can benefit from having and using this seminar in a book. If you deal with angry customers, you can reduce your own stress and aggravation while becoming better at customer service by learning and applying these skills. Work at your own pace, as you like. Managers. Get at least one copy to have at hand and accessible to your employees at all times. Or, get a copy for each employee who works with customers to use. A substantial savings over live training. You can review and practice a single skill in lunch sessions, or staff meetings, and learn over time, using this workbook. Since there's content specifically for managers, also excellent for frontline supervisors and managers. Trainers, group facilitators Highly recommended for job success courses. Also great for any courses and seminars on conflict, effective communication, or self-development. Good for EAP work and counseling, also. Is currently being used by several trainees as a basis for training seminars. Contact us if interested in a profit sharing arrangement at ceo@work911.com Deep discounts for the purchase of multiple copies make this an ideal purchase to share with managers, or learning group members.

Defusing Hostile Customers - A Self-Instructional Workbook

If difficult, angry, hostile, manipulative and problematic customers are your problem, here's the solution.

Every person who interacts with customers faces difficult and challenging people, at least some of the time --demanding, time consuming, complaining, irate, angry, sometimes even threatening.

The good news is that well trained and skilled employees CAN take control of difficult customer situations, reduce the time spent dealing with difficult customers, and reduce their own stress levels while providing better customer service. You, in fact, can learn to do it! Or your staff.

...when it comes to dealing with angry, irate and impossible customers. Smiling, being polite, and the usual pat answers simply are not enough to calm down customers, or discourage manipulative customers. Sure, that's important, but it's not enough.

You need advanced skills... skills that send the message "your bullying tactics aren't going to work with me". You need to send the message "I'm going to help you, but I'm not going to let you run over me".

Autumn Bell, from ALBUQUERQUE, New Mexico says:

I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace!

You need to know:

• How to get a customer to "stop talking" and listen on the phone
• How to stop a customer's angry rants.
• How to show understanding without appearing weak
• How to set limits to customer behavior
• How to refer to a supervisor without being accused of passing the buck
• How to give the impression of shared interaction control
• How to deal with attempts at physical intimidation, and tantrums

Defusing Hostile Customers Workbook Is A Seminar In A Book

You could pay hundreds of dollars to go to a seminar to learn the customer defusing skills contained in this book, and spend at least two days of classroom time. In fact, that's how the workbook evolved. Author Robert Bacal kept being approached by people wanting to attend his Defusing Hostile Customers seminar, in far flung geographic areas. In response he developed this 220 page workbook to function as a seminar in a book. based on the two day seminar, and including actual seminar exercises you can do on your own or with colleagues, this is truly a low cost, cost-effective, learner paced seminar in a book.

Who The Heck is The Author, Robert Bacal?

How do you know that Robert Bacal isn't just another Internet rip-off artist peddling some terrible "educational product"? You should be asking that question. First, Robert holds an M. A. in Psychology, and has been training and teaching others for over 30 years. He's been around, and successful a long time, and has been specifically teaching people to deal with difficult customers for almost 20 years.

It's a testament to his skill that his client list, for both seminars and this workbook, is huge. Perhaps most importantly major book publishers have recognized his expertise in this field.  In 2004 McGraw-Hill asked him to write, and published Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation, which quickly became a popular seller.

Rest assured that Robert is the real deal, experienced, qualified and recognized in this field.

Need More Information Before You Buy?

Perfectly understandable. What's inside the book? How is this a workbook? How do you practice the skills? Fair enough. Here's much more information for you.

We'll tell you what techniques you can use to get ranting customers to stop ranting, and start listening. We'll teach you to use very specific techniques to both calm people down, and shorten difficult interactions. We'll even help you have more confidence in tough situations, and provide workplace violence related safety tips.

The Book

This workbook weighs in at over 200 pages, and doesn't just tell you what to do, but provides exercises you can do to practice customer defusing skills. The answers to the exercises (and detailed explanations) are provided at the back of the book. It's like a seminar in a book, but you don't have to do "role-playing" to practice.

The workbook was originally designed for those working in government, public sector and publicly funded organizations, including educational institutions (e.g. schools, school boards). Don't be fooled though. The skills and techniques inside apply to virtually any type of job that involves interacting with customers or clients.

Here's just a few of the things included:

. Nature of Hostile Behavior
. How Hostile Situations Escalate
. Principles of Defusing
. Art of Self-Control
. Starting Off Successfully
. Using Co-operative Language
. Verbal Self-Defense Techniques
. Acknowledgement Tactics
. Countering Non-Verbal Intimidation
. Referral Techniques
. Telephone Hostility
. Limit Setting